Notion . Software

Customer support agent

Production

Pilot

Production

Scaled

Killed

The first major impact of implementing Decagon was ticket resolution time improved up to 34%.From the source, 2026-10-17 (source shows no clear date; this is when we checked it)

What happened

Notion, which handles about one million customer inquiries a year, chose to evaluate outside AI support agents rather than build one in house, and picked Decagon after an RFP. Decagon's case study says ticket resolution time improved by up to 34% and that customers asked for a human in about 3.4% of conversations on average. This is a vendor-published account.

Sources

Notion customer story (Decagon)

Company: Notion
Industry: Software
Vendor / platform: Decagon
Type: Customer-facing agent
Status: Production
Evidence date: 2026-10-17 (source shows no clear date; this is when we checked it)
Source: https://decagon.ai/case-studies/notion
Notes: Vendor-published case study.
Last checked: 2026-10-17

Status reflects only what the linked source states on the evidence date. If it changed, Suggest an update.